Senior Operations Manager, Corp Travel

Company: 6230 UOB Travel Planners PL About UOB United Overseas Bank Limited (UOB) is a leading bank in Asia with a global network of more than 500 branches and offices in 19 countries and territories in Asia Pacific, Europe and North America. In Asia, we operate through our head office in Singapore and banking subsidiaries in China, Indonesia, Malaysia and Thailand, as well as branches and offices. Our history spans more than 80 years. Over this time, we have been guided by our values – Honorable, Enterprising, United and Committed. This means we always strive to do what is right, build for the future, work as one team and pursue long-term success. It is how we work, consistently, be it towards the company, our colleagues or our customers. Job Description The Senior Operations Manager is responsible for leading and overseeing the end-to-end corporate travel operations function, ensuring the delivery of high-quality, efficient, and customer-focused travel services. This role drives operational excellence, team performance, client satisfaction, and compliance with corporate travel policies, service standards, and industry regulations. The incumbent will serve as a key escalation point for clients while leading continuous improvement initiatives to enhance service delivery and operational efficiency. Operations Management • Lead and oversee daily corporate travel operations to ensure timely, accurate, and seamless travel booking and fulfilment services. • Monitor operational performance against agreed Service Level Agreements (SLAs) and customer service standards. • Identify opportunities to streamline workflows, improve productivity, and enhance operational efficiency through process improvements and automation. • Manage travel disruptions, urgent escalations, and complex travel arrangements while ensuring minimal impact on client travel plans. • Ensure compliance with corporate travel policies, supplier agreements, risk management requirements, and industry regulations. • Oversee booking, reporting, and profile management systems to ensure data accuracy and operational integrity. Team Leadership & People Development • Lead, coach, and develop a team of travel consultants, supervisors, and support staff to achieve operational and service excellence. • Establish clear performance objectives, monitor productivity metrics, and conduct regular performance reviews. • Foster a high-performing, customer-centric culture focused on professionalism, accountability, and service quality. • Identify capability gaps and implement training, coaching, and development initiatives to strengthen team competencies. • Manage workforce planning, resource allocation, and succession planning to support business growth. Client Relationship Management • Act as the primary escalation point for key corporate clients, addressing service issues and ensuring effective resolution. • Build and maintain strong relationships with corporate clients, suppliers, and internal stakeholders. • Conduct regular service reviews with clients to understand business needs and identify opportunities for service enhancement. • Partner with clients to drive customer satisfaction, retention, and long-term business growth. • Implement corrective and preventive actions arising from client feedback and service reviews. Service Quality, Compliance & Continuous Improvement • Monitor service quality metrics, customer satisfaction scores, and operational KPIs to ensure consistent service delivery. • Analyze operational trends, customer feedback, and performance data to identify improvement opportunities. • Lead quality assurance initiatives and implement best practices to enhance customer experience. • Ensure compliance with company policies, travel industry regulations, duty-of-care requirements, and contractual obligations. • Drive continuous improvement projects to improve operational effectiveness, service quality, and cost efficiency. Requirements Education & Experience • Bachelor's Degree in Business Administration, Hospitality Management, Tourism, Travel Management, or related discipline. • Minimum 8-10 years of experience in corporate travel management, travel operations, business travel services, or related industries. • At least 3-5 years of people management experience leading operational teams. • Proven track record of managing corporate travel operations, service delivery, and client relationships in a fast-paced environment. Knowledge & Skills • Strong understanding of corporate travel operations, travel policy governance, travel risk management, and industry regulations. • Strong leadership, coaching, and stakeholder management capabilities. • Excellent problem-solving and decision-making skills, with the ability to handle complex escalations and travel disruptions. • Strong analytical skills with experience using operational data and performance metrics to drive improvements. • Proficiency in travel booking platforms, reporting tools, CRM systems, and Microsoft Office applications. • Exceptional communication, client management, and presentation skills. Personal Attributes • Customer-focused with a strong commitment to service excellence. • Results-driven, proactive, and highly organized. • Ability to thrive in a dynamic, fast-paced environment. • Strong resilience and ability to manage multiple priorities effectively. • Collaborative leader with strong interpersonal and influencing skills. Additional Requirements Be a Part of the UOB Family UOB is an equal opportunity employer. UOB does not discriminate on the basis of a candidate's age, race, gender, color, religion, sexual orientation, physical or mental disability, or other non-merit factors. All employment decisions at UOB are based on business needs, job requirements and qualifications. If you require any assistance or accommodations to be made for the recruitment process, please inform us when you submit your online applicatio…